Notes

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CELSO MAZARIEGOS

Performance Observation:
CHAT ID 163017776017 - Missing items from the order issue, the customer is reporting incomplete order and is looking to receive the rest of items, the champion empathized with the customer's issue and offered the refund as the first option and explained that replacement is not available for the products, the refund was processed and expectations of the timeline to complete provided.

Quick review about providing the appropriate expectation for refunds since the timeframe vary based on the form of payment of the customer, so we can keep the accurate information and void misunderstanding as well in the hand of keeping good RR/FCR.

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GLENDA MONZON

Performance Observation:
CHAT ID 162833888196 - Order missed EDD, the customer is concerning why the order has not arrived yet nor the tracking shows an update for the movement of the package, the agent show engagement, and empathy during the chat session and offered a replacement to the customer because the order appears to be lost in transit, expected delivery date given for replacement as well informed about email confirmation to receive.

Review about to provide the use of customer Self-service to customers, also we may need to share an explanation about the issue to the customer if necessary, in the event the EDD is recent we can advise waiting additional 48 hours in case the order shows up.

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IVAN SOLARES

CHAT ID 162833887017 - Order Status - The customer is wondering when to receive the order or get an update since was concerned to never receive shipment, the agent offered to get the order number and details due to the customer did not have information about the purchase on hand, offered Seller Contact process to resolve the issue with the order not received, including the 48 hours waiting time for resolution.

Quick review, we may inform the customer of some information about what could happen with the order and then move forward offering the escalation such as regular delay or possible lost order, for future seller contact process we need to include all details about the issue in the comment box escalation for better resolution, also we can offer the Self-Service to the customer to reach directly the Seller from their account, this will impact and help our RR/FCR:

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EDWIN CRUZ

Performance Observation:
CHAT ID 162834680457 - Damaged order, the customer is claiming for a resolution for a damaged product received, they tried already to reach the manufacture to fix the damage but they referred to us, the agent empathized and did a brief recap about the issue and resolution, issued a partial refund in order to the customer repair or replace the damaged part from their side, the customer agreed with resolution.

Quick review, we can offer a replacement as the very first option in case the option is available and then as an alternative offer the partial refund, as well provide a reminder to suggest customer to always start a return for the product in future if for some reason is unable to get the part damaged replaced, returns can be initiated from their account and we can provide the Self-Service option to avoid future contacts about the same issue, so we can keep a good RR/FCR results.